You’re Not that Kind of Manager, Are You?

Having read a popular book based on the actual experiences of an employee who works in a five-star hotel in London (some good and some shocking), I thought about my own experiences in the restaurant industry and about the many different types of managers out there.

In my 25 years in the hospitality industry as a manager and coach, I have come across some prominent manager styles, which you’ll r... Continue Reading

What to Put in Your Restaurant’s Employee Handbook

Job growth in the restaurant industry is picking up … and fast. By the end of 2014, the restaurant workforce is expected to rise to 13.5 million people, making it the 15th consecutive year that our industry has outpaced the overall economy in job growth.

All that expansion means you’re probably busy sifting through a stack of applicants eager to work at your restaurant.

But once they’re onboar... Continue Reading

Musings From a Brand Camp Virgin

Saying you’re a “Brand Camp Virgin” at a conference that brings together professionals from human resources, marketing and operations doesn’t exactly sound “PC.” But that’s exactly why my inaugural experience was nothing short of incredible. This conference was all about having fun, joking, laughing, learning and getting energized about what we do! The presentations were by some of the most savv... Continue Reading

How to Measure Customer Satisfaction

A customer walks through your doors and … well, what the heck does happen?

Did they like you? Did they hate you? Was their cappuccino as good as the one you had that morning? Or did your barista hit the mental snooze button, leaving your loyal customer in the espresso dust?

And spin and spin and spin. Figuring out whether or not your customers are happy regulars or not-impressed one-time guest... Continue Reading

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